Return & Refund Policy

Last Updated: September 2026

At DreamBay, we want you to be happy with every purchase. This Return & Refund Policy explains when products can be returned, replaced, or refunded.

1. Return Eligibility

You may request a return or replacement if:

• You received a damaged product.
• You received the wrong product.
• The product is missing from your order.
• The product has a verified manufacturing defect.
• The product received is materially different from what was ordered.

Return requests must be submitted within 7 days of delivery.

2. Fragrance & Personal-Care Products

For hygiene, safety, and product-quality reasons:

• Opened, used, sprayed, or tampered fragrance products generally cannot be returned or exchanged.
• Products should remain unused and in their original packaging when a return is requested.
• A product that has been damaged after delivery due to improper handling may not qualify for a refund or replacement.

3. Damaged Products

If your order arrives damaged:

1. Take clear photographs/videos of the package and product.
2. Keep the original packaging and shipping label.
3. Contact DreamBay within 7 days of delivery.
4. Provide your order number along with the photographs/videos.

Our team will review the claim and determine the appropriate resolution.

4. Wrong or Missing Product

If you receive an incorrect product or an item is missing:

• Contact us within 7 days of delivery.
• Provide your order number and relevant photographs/videos.
• After verification, DreamBay may provide a replacement or refund, depending on the circumstances.

5. Non-Returnable Items

The following generally cannot be returned:

• Products that have been opened or used
• Products that have been sprayed or tested
• Products without original packaging
• Products damaged due to customer misuse or improper storage
• Products returned after the applicable return period
• Products purchased through unauthorized sellers

6. Return Approval

All return requests are subject to verification.

If approved, DreamBay will provide instructions for returning the product. Customers should not send products back to an address unless instructed by our support team.

7. Refunds

Once an approved return is received and inspected:

• If a refund is approved, it will generally be processed to the original payment method.
• Processing time may vary depending on the payment provider or bank.
• Shipping charges may be non-refundable unless the return is due to an error or issue attributable to DreamBay.
• Refunds will be issued only for the amount approved after verification.

8. Replacement

Where appropriate, DreamBay may offer a replacement instead of a refund.

Replacement availability depends on product stock. If the same product is unavailable, DreamBay may offer an alternative resolution, including a refund where applicable.

9. Order Cancellation

Cancellation requests should be made as soon as possible after placing an order.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return procedure.

10. Refund Delays

Once DreamBay initiates an approved refund, the time taken for the amount to appear in your account depends on the payment gateway, bank, or financial institution.

If you do not receive the refund within the expected processing period, please contact us with your order details.

11. Promotional & Bundle Orders

Products purchased as part of promotional offers, bundles, discounts, or special campaigns may have specific return or refund conditions.

Where applicable, those conditions will be communicated at the time of purchase.

12. Social Impact / Scholarship Purchases

Where a portion of a purchase is allocated toward DreamBay’s social-impact or scholarship programme, any refund will be handled according to the applicable product and programme terms.

A purchase should not be represented as a direct charitable donation unless DreamBay explicitly states otherwise.

13. Fraudulent or Abusive Returns

DreamBay reserves the right to reject return or refund requests that appear fraudulent, abusive, repetitive, or inconsistent with the product’s condition at the time of delivery.

14. Changes to This Policy

DreamBay may update this Return & Refund Policy from time to time. Any changes will be published on this page with the revised “Last Updated” date.

15. Contact Us

For return, replacement, or refund requests, please contact DreamBay through the contact details provided on our website and include:

• Order number
• Customer name
• Registered mobile number/email
• Reason for the request
• Photographs/videos where applicable

By placing an order with DreamBay, you acknowledge and agree to this Return & Refund Policy.